Click here to learn more
In this episode of Fintech Confidential, host Tedd Huff and guest co-host Jordan Greenberg from LoanPro sit down with Jay King and Aimee Ford of Alorica. Together, they share how banks and fintechs are transforming customer service with scalable operations, AI-powered tools, and real empathy. Jay and Aimee bring decades of hands-on experience helping financial institutions build smarter systems that actually work for people.
The conversation cuts through the noise to expose what matters most, personalization, speed, and clarity. Lending has become easier to launch, but real growth depends on aligning with brand culture, meeting customers where they are, and fixing problems before they escalate. This episode explains what that looks like in real life, with real examples from real industry leaders.
Takeaways
1️⃣ Fix Customer Pain Before It Escalates
2️⃣ Match Agents With Natural Strengths
3️⃣ Skip Scripts, Train for Authenticity
4️⃣ Turn Survey Data Into Scripts
5️⃣ Use Voice Analytics to Boost ROI
Links
Guest
Aimee Ford: https://www.linkedin.com/in/fordaimee/
Jay King: https://www.linkedin.com/in/jay-king-a75b64/
Company
Alorica: https://www.alorica.com/
Alorica LinkedIn: https://www.linkedin.com/company/alorica/
Fintech Confidential
YouTube: https://youtube.com/@fintechconfidential
Podcast: https://fintechconfidential.com/listen
Newsletter: https://fintechconfidential.com/access
LinkedIn: https://www.linkedin.com/company/fintechconfidential
X: https://x.com/FTconfidential
Instagram: https://www.instagram.com/fintechconfidential
Facebook: https://www.facebook.com/fintechconfidential
TikTok: https://www.tiktok.com/@fintechconfidential
Supporters
LoanPro – Allows lenders to enhance their origination, servicing, collections, and payments using the foundation of a modern lending core
Under – Streamlines application and underwriting by digitizing PDF processes for fast digital signatures
DFNS – Provides API-first, MPC-secured wallets as a service for payments, exchanges, and DeFi platforms
https://fintechconfidential.com/dfns
Hawk AI – Offers tools for real-time payment screening, transaction monitoring, and dynamic customer risk rating to fight fraud and financial crime
Popular Podcasts
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Las Culturistas with Matt Rogers and Bowen Yang
Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.